mobile upgrade

I am extremely disappointed and frustrated with Xfinity. I have been trying to upgrade my phone for almost a year, and I still cannot get this issue resolved.

I have been told that my SSN is not properly registered in the system and that I need to go to a physical Xfinity store to have it updated. However, when I go to the store, they tell me they cannot update it and that I need to contact customer service again.

I keep being sent back and forth between customer service and the store, and nobody takes responsibility for actually resolving the problem. This has become extremely frustrating and exhausting. It honestly feels like torture trying to resolve something that should be relatively simple.

After almost a year of trying, I need this issue to be escalated to someone who has the authority and technical ability to actually fix my account. Please open an escalation case and provide me with a case or ticket number so I can follow up on this issue.